Holiday Inn Express & Suites Eden Prairie - Minnetonka by IHG

Reviews

• JK

  J Kirk

  Apr 20, 2026
  1.0
  I've stayed at HIE in the past and had an amazing experience. This experience not so much. I had a representative tell me when I called to confirm my reservations to call the day of check-in due to it being my birthday they may upgrade. Cool who doesn't want a free up grade. I do exactly that. Call tell the representative it's my birthday my husband and I (2 people) are coming to town we are doing x,y,z nothing even at the hotel, but sleep. We drove 6hrs. I wanted to see Minnesota not be in the hotel. She says great let me call reception see what I can do. She comes back like they can't promise anything, but mention it at check in. We get about 2hrs into the drive. For someone to call telling me my reservation was canceled due to a policy violation. I ask what it was. They said I called and said I was having a party. I explained the conversation I had with the representative. I told them we didn't know anyone in Minnesota and what our plans were etc. They told me to call Brett the GM because he canceled it and there was nothing they could do, but my money would be refunded for free. As it should be. That does no good when it's still on hold. Even today as I write this review the money is still on hold for the free refund. When today they charged my debit card that I used at the hotel for purchases at the hotel; instead of the credit card I used for reservations. They even confirmed the credit card at hotel when we checked in. However when I call surprise Brett's in a meeting. How covenient, but the receptionist was able to run back and forth relaying messages through said meeting. How unprofessional. Talk to your customers Brett. Never the less they gave me the run around told me to call reservation department again there's nothing they can do. I do exactly that. They first tried to say I could just rebook because my money would be refunded for free, but that's another 300 on hold. SORRY, but no. I've been told this as it should be free because it's your mistake. Furthermore at this point a free refund or upgrade is besides the point how are we resolving this because I have a weekend of things booked and paid for. Also the longer Im on the phone the further away from home and closer I get to Minnesota with no place to stay. About 30 minutes later she says everything is ok. They was able to use my old reservation. Cool. Get to the hotel. No reservation. The night clerk then just ask me a few questions got us a room. The crew that really worked there the front desk morning and night, the lady who prepared the breakfast, the young cleaner absolutely great, friendly, personable, just great. The breakfast lady stayed on top of it. To cancel someone's reservation with only a call from some who can't help. To Brett not being able to come to the phone was very unprofessional. Due better GM and higher. They did put us on the 1st floor. Right outside the breakfast room, pool, etc. Which was great for us. We are older so to not have to carry the bags far was a perk and being outside breakfast was awesome. Thanks for wanting to keep an eye on us. Making our walk short and our mornings nice waking up to the smell of cinnamon rolls and coffee. Due better with your communication corporate. Might need some more training on the call lines.
• AP

  Angela Ponto

  Feb 9, 2026
  2.0
  We live locally and called to book a room to swim. We paid and then when we got there, signs were up that hot tub was broken. So disappointed!
• WM

  Wesley Merriman

  Jun 22, 2022
  3.0
  TV didn't work
• MB

  Megan Bickford

  Nov 25, 2018
  5.0
  Great location and all areas of the hotel smelled really nice. The room was very clean and the hotel staff made us feel welcome.

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